No need to reinvent the wheel (or survey).

Sometimes better decisions follow when you know what your customers want or need or can do. This knowing need can be particularly strong now, as purchase patterns and habits are in locked-down change.

The question is, then, are your knowledge needs unique or are they ones likely to be faced by others too?

If your decision-need problem or circumstances are unique, a specifically written survey may answer your insights needs.

If what you need to know is likely to be needed by others too, there may be a cost-effective option to writing your own unique survey.  That option can be to use an existing relevant survey and tweak it to your specific needs.

We’ve found commonalities in knowledge needs now, in this unusual time.

Our pre-written, online 20 Questions One Topic Monitors© may answer your need, as this 95 second video explains –

And if you’d like to know more, my contact details follow.

More effective customer satisfaction measures

If customer satisfaction is a key performance indicator, it is worth measuring most effectively.

Online surveys measuring customer satisfaction can be undertaken quickly, but we have found that if we wait for six or more days before closing, we get more accurate customer satisfaction measures than if we close after 48 hours.

The difference can be, as an example, from a customer satisfaction measure of 55% very satisfied on day 1 to 68% being very satisfied after six or more days.

This short (ninety second) video details more, about more effective customer satisfaction measures.

More effective customer satisfaction measures

Words sell.

Recently, we measured the value and the effectiveness of three different to-customer communications channels.

The client was concerned about the budget for each – and their value for money.

We questioned their customers about what channels of information to stimulate query and purchase they saw as most effective and of most value to them.

The answer surprised.

Customers reported that calls in were more often stimulated by the newsletter than by the outbound contacts.

This example may be client-specific and industry-specific, but shows the value of testing channels and customer preference to identify your more effective communications approaches in terms beyond the immediate sales response.

Three steps to help you benefit from COVID-19 lock-down-generated changes in customers’ behaviour.

Recently, a client had a sales problem and needed help to find out why.

We undertook a three-step research project to find out where, why and what was needed to reverse the decline.

That process is summarised in the short (1 minute 45 second) video – Insights to help reverse sales declines or to increase sales  which you may find useful. 

Useful?  Yes. 

Why?  Because the COVID-19 lock-downs are very likely to change customers’ future behaviour.  And when you know what those changes are, you can manage for them.

If the three steps detailed in the video can help you plan to benefit from those behaviour changes, please email or call Philip Derham, on 0414 543 765 or